Customer Success Operations Manager

WE'RE LUMA HEALTH.

Needing healthcare can be hard — getting care shouldn’t be.

We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it.

So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end.

 

The Role: Customer Success Operations Manager

This role is responsible for driving operational excellence across the Customer Success organization and being the connective tissue between CS and all cross-functional partners. You will serve as the operational voice of Customer Success and ensure the team has the processes, insights, and cross-functional alignment needed to deliver value, retain customers, and scale efficiently.

You’ll bring clarity to workflows, surface themes, identify gaps in execution, and proactively help CS collaborate with Product, Delivery, Sales, Marketing, and Engineering. Your work makes the entire Customer Success function more predictable, consistent, and strategic.

What YOU will do at Luma Health

• Serve as the cross-functional liaison for Customer Success, ensuring the CS perspective is represented in Product, Delivery, Sales, and Operations conversations
• Gather insights across customer interactions: Zendesk tickets, ClickUp actions, usage data, adoption metrics, escalation themes
• Analyze trends, risks, and opportunities and surface these to CS leadership
• Build and maintain dashboards to provide visibility into operational performance
• Partner with CSEs to identify risks, resource gaps, escalation patterns, and process breakdowns and coordinate resolution across departments.
• Support CS leadership in defining scalable frameworks
• Customer health scoring inputs
• Customer journey maps
• Renewal risk workflows
• Escalation pathways
• Create and maintain internal documentation for CS processes, rituals, operating models, and cross-functional expectations
• Help structure  the internal CS operating rhythm
• Weekly risk review
• Renewal pipeline review
• Health and usage insights
• Cross-functional alignment meetings

• Work with Product Ops to ensure CS is prepared and coordinated for new product rollouts, updates, and internal launches 
• Improve communication flow between CS and other teams
• Ensure CS needs and customer insights are captured and channeled effectively
• Tooling & Systems Support
• Partner with RevOps to ensure Salesforce is optimized for CS workflows, reporting, and visibility
• Lead implementation and rollout of new CS tools as needed  
• Lead implementation and rollout of new CS tools as needed  

Who YOU Are

• BA/BS Degree required
• 4+ years experience in Customer Success Operations, Business Operations,   Program
• Management, or related fields
• Strong analytical skills and ability to translate data into actionable insights
• SQL skills preferred
• Salesforce reporting + dashboarding preferred
• Experience building dashboards (Looker, Tableau, or internal tools) required
• Ability to identify process gaps and create scalable solutions
• Strong cross-functional collaboration experience, especially with Product, Sales, and Delivery
• Excellent communication skills with the ability to influence without authority
• Experience facilitating change management, enabling teams, and improving process adoption
• Ability to document and simplify complex workflows
• Thrives in fast-paced, ambiguous environments, building structure where none exists
• Experience supporting or enabling Customer Success teams in a SaaS environment

What Sets You Apart

• Prior experience implementing or supporting large-scale CS frameworks (health scoring, journey mapping, playbooks)
• Experience with healthcare or highly regulated industries
• Experience supporting CSEs or frontline teams
• Ability to take broad problems and create structured, repeatable systems
• A passion for improving customer experience and internal enablement

We Take Care Of You!

• Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs.
• Work Life Balance
• Flexible Time Off
• Wellness Programs
• Discounted Perks
• 401(k) and Company Equity

 

P